TO
A TO filter splits the journey on each occurrence of the final context you specify in your query.
Example
Splitting Process
Icon | Description |
---|---|
Find the first Mobile interaction. Mark as end of journey. | |
Move back to the first interaction on the full customer path. Mark as the start of the journey. | |
Find next Mobile interaction. Mark as end of journey. | |
Move back to end of previous journey. Mark interaction immediately after that as start of the next journey. | |
Repeat steps 3 & 4 to the end of the journey. |
Usage Notes
- A journey can be the length of a single interaction.
Results
In this example, you end up with seven customer journeys based on the specified filter criteria.
Suggested Scenarios
Use Case 1
Initial Question
I want to identify behavior that commonly leads to customers requiring assistance.
Query
Filter | Query Parameters |
---|---|
TO | Channel = Assisted |
discover journeys to interaction(channel="Assisted")
Analysis
-
Shows what customers do before they transition to the Assisted channel.
- The most frequent interaction prior to the assisted interaction is of most interest when trying to determine why customers requires assistance.
- You may not be able to see where else customers go from the previous interaction unless they go through the Assisted channel at a later stage in the journey.
Use Case 2
Initial Question
I want to identify behavior that leads to customers purchasing our products.
Query
Filter | Query Parameters |
---|---|
TO | Activity Type = Purchase |
discover journeys to interaction(activity="Purchase")
Analysis
- Shows where customers start their purchase journey.
- Only includes starting nodes for journeys that have a correlating purchase event.
- Does not mean that all customers starting their journey on that node eventually purchased a product. Customers without a correlating purchase event are excluded from the results.